15N04 – Embedded Modem Replacement – 2012-2016 Ford & 2015 Lincoln

December 5, 2016

TO: All U.S. Ford and Lincoln Dealers

SUBJECT: Customer Satisfaction Program 15N04 – Supplement #2
Certain 2015 Model Year MKC and MKZ Vehicles Equipped with the Reserve
Equipment Group, and Certain 2012-2016 Focus Electric, C-MAX Energi, and Fusion Energi Vehicles
Embedded Modem Replacement

 

New! REASON FOR THIS SUPPLEMENT

Claiming Instructions:  Information on how to claim complimentary pickup and delivery service for Lincoln customers through May 31, 2017 have been added.

 

New! PROGRAM TERMS

This program provides coverage to upgrade the embedded modem to prevent the loss of MyLincoln Mobile or MyFord Mobile service.  This is a one-time repair program.  Coverage extends to five years of service from the warranty start date of the vehicle, regardless of mileage.  If a vehicle has already exceeded the time limits, this extended coverage will last through December 31, 2017.  Coverage is automatically transferred to subsequent owners.

 

VEHICLES COVERED BY THIS PROGRAM

Vehicle	Model Year	Assembly Plant	Build Dates
MKC with Reserve Equipment Group	2015	Louisville	November 12, 2013 through June 15, 2015
MKZ with Reserve Equipment Group	2015	Hermosillo	February 21, 2014 through March 29, 2015
Focus Electric	2012-2016	Michigan	September 15, 2011 through November 30, 2015
C-MAX Energi	2013-2016	Michigan	April 13, 2012 through November 23, 2015
Fusion Energi	2013-2016	Hermosillo	September 4, 2012 through February 3, 2016

 

Affected vehicles are identified in OASIS.

 

REASON FOR PROVIDING EXTENDED WARRANTY COVERAGE

Owners of all affected vehicles received a complimentary subscription to the MyLincoln Mobile or MyFord Mobile service.  This service uses an embedded modem that operates on a cellular network that is being decommissioned.  As the network is decommissioned, customers who actively use the MyLincoln Mobile or MyFord Mobile service will experience a loss of wireless connectivity with their vehicles.  This concern will not impact control or performance of the vehicle.

While customers who do not currently use the MyLincoln Mobile or MyFord Mobile service will not notice the effects of the cellular network shutdown, if they choose to activate their service in the future, it will not function with the existing embedded modem.

 

SERVICE ACTION

Dealers should ensure that customers are aware of the impending loss of MyLincoln Mobile or MyFord Mobile service.

If a customer requests the embedded modem upgrade, dealers are to replace the embedded modem with an updated part that operates on a different cellular network.  This service must be performed at no charge to the vehicle owner.

NOTE FOR LINCOLN VEHICLES:  If a customer would like more information about the MyLincoln Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the Lincoln Owner web site.  Navigate to owner.lincoln.com then select

“SYNC & Vehicle Features,” then select the “Lincoln Embedded Modem” Quick Link.

NOTE FOR FORD VEHICLES:  If a customer would like more information about the MyFord Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the MyFord Mobile web site.  Navigate to www.myfordmobile.com.

 

New! OWNER NOTIFICATION MAILING SCHEDULE

Owner Letters for Lincoln vehicles were mailed the week of February 15, 2016.  A second Lincoln owner mailing will occur the week of December 5, 2016 to encourage owners to take advantage of complementary pickup and delivery service before it expires.  Owner Letters for Ford vehicles began mailing in several phases beginning October 24, 2016 and will continue through June, 2017.  Dealers should upgrade the embedded modem at the customer’s request, whether or not the customer has received a letter.

 

New! ATTACHMENTS

Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letters

 

QUESTIONS & ASSISTANCE

For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site.  The SSSC Web Contact Site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

Sincerely,

 

Michael A. Berardi

 

ATTACHMENT I

Customer Satisfaction Program 15N04 – Supplement #2
Certain 2015 Model Year MKC and MKZ Vehicles Equipped with the Reserve Equipment Group,
And Certain 2012-2016 Focus Electric, C-MAX Energi, and Fusion Energi Vehicles
Embedded Modem Replacement

 

OASIS ACTIVATION

OASIS was activated for Lincoln vehicles on January 26, 2016.  OASIS will be activated for Ford vehicles on October 13, 2016.

 

FSA VIN LISTS ACTIVATION  

FSA VIN Lists will not be activated for this service action.

 

STOCK VEHICLES

Do not perform this service unless the customer requests repairs covered by this program.

 

SOLD VEHICLES

Owners of all affected vehicles will be directed to dealers for repairs if they wish to prevent the loss of MyLincoln Mobile or MyFord Mobile service.

 

VEHICLES WITH CANCELLED WARRANTIES

Vehicles with cancelled warranties are not eligible for this service action.

 

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

Additional repairs identified as necessary to complete the FSA should be managed as follows:

• For vehicles within new vehicle bumper-to-bumper warranty coverage, follow existing warranty and policy guidelines for related damage claims. No SSSC approval is required for these vehicles:
  • Ford vehicles – 3 years or 36,000 miles o Lincoln vehicles – 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.

 

OWNER REFUNDS

Refunds are not approved for this program.

 

RENTAL VEHICLES   

The use of rental vehicles is not approved for this program.

 

LINCOLN CLIENT SPECIAL HANDLING

To ensure the best possible experience for Lincoln owners, Lincoln Dealers are encouraged to utilize the Lincoln Loyalty Program to provide clients with surprise and delight offerings, including:

• Fuel fill
• Transportation assistance
• Courtesy pick-up and delivery of client vehicles

The Lincoln Loyalty Program is exclusive to Lincoln Dealers.  Owners will not be notified of this service in owner mailings.  Reference EFC03578, Lincoln Loyalty Program Announcement for additional details.

 

New! CLAIMS PREPARATION AND SUBMISSION

• This is a one-time repair program and also applies to vehicles that are within the New Vehicle Limited Warranty coverage period. Repairs should be claimed against Program Code 15N04.
• Enter claims using Direct Warranty Entry (DWE) or One Warranty Solution (OWS).
  • DWE: refer to ACESII manual for claims preparation and submission information.
  • OWS: when entering claims in DMS software, select claim type 31: Field Service Action. The FSA number (15N04) is the sub code.
• Additional labor and/or parts must be claimed as related damage on a separate repair line from the FSA.
• Telematics Control Units (TCUs)/embedded modems will be supplied by Ford Component Sales (FCS). No parts cost will be incurred by dealers, and dealers should not include parts cost on claims.
• For Lincoln Client Special Handling, reference EFC03578, Lincoln Loyalty Program Announcement and EFC04165, Lincoln Loyalty Rental Claims for Requirements and Claiming Instructions.  Claims for Lincoln Loyalty should be submitted as a separate line on the same Repair Order.
• Complimentary pickup and delivery service with a Lincoln loaner should be claimed on a separate line in OWS as shown below:
  • Claim Type 13 – Policy
  • Sub Code – PFSA
  • Customer Concern Code – A99
  • Condition Code – 82
  • Causal Part – DELIVERY 
  • MISC Expense Codes:
    • PICDEL – $55
    • VEHPIC – $30
    • VEHDEL – $25
    • RENTAL – up to $90

NOTE:  This service is only available for claims with a repair date before May 31, 2017.

NOTE:  If the customer is provided a loaner vehicle for the repair, the miscellaneous expense RENTAL must be on the same claim as the pickup and delivery expense.  Expense code RENTAL cannot be submitted as a standalone claim under PFSA.

 

ATTACHMENT II

Customer Satisfaction Program 15N04 – Supplement #2
Certain 2015 Model Year MKC and MKZ Vehicles Equipped with the Reserve Equipment Group,
And Certain 2012-2016 Focus Electric, C-MAX Energi, and Fusion Energi Vehicles
Embedded Modem Replacement

 

LABOR ALLOWANCES

Description	Labor Operation	Labor Time
MKC and MKZ Replace Telematics Control Unit (TCU)/embedded modem	15N04B	0.5 Hours
Focus Electric Replace Telematics Control Unit (TCU)/embedded modem	15N04C	0.6 Hours
Fusion Energi Replace Telematics Control Unit (TCU)/embedded modem	15N04D	0.7 Hours
C-MAX Energi Replace Telematics Control Unit (TCU)/embedded modem	15N04E	0.8 Hours

 

New! PARTS REQUIREMENTS / ORDERING INFORMATION

The TCU/embedded modem should be ordered using the On-line 1878 form.  To order an embedded modem:

• Go to FMCDealer.com
• Go to OASIS, enter the VIN and click GO
• Scroll to the bottom and select the On-Line 1878
• Select Telematics Control Unit (TCU) from the System drop-down box
• Complete the On-line 1878 Ford order process, selecting 15N04 as the claim submission type  Make sure the part is installed on the VIN used when ordering.

Part Number	Description	Order Quantity
EJ7Z-19A387-B	Telematics Control Unit (TCU)/embedded modem – MKC	1
GP5Z-19A387-B	Telematics Control Unit (TCU)/embedded modem – MKZ	1
GM5Z-14G229-AD	Telematics Control Unit (TCU)/embedded modem – Focus Electric	1
HS7Z-14G229-Q	Telematics Control Unit (TCU)/embedded modem – Fusion Energi	1
GM5Z-14G229-BD	Telematics Control Unit (TCU)/embedded modem – C-MAX Energi	1

 

For questions regarding parts, submit a request through the On-Line 1878 Form by clicking the Help/Feedback/Contacts link near the bottom of the page.

 

DEALER PRICE

Embedded modems will be supplied by Ford Component Sales (FCS), and parts costs will not be incurred by the dealer.

 

PARTS RETENTION AND RETURN

Follow the provisions of the Warranty and Policy Manual, Section 1 “WARRANTY PARTS RETENTION AND RETURN POLICIES.”

 

ATTACHMENT III

CERTAIN 2015 MODEL YEAR MKC AND MKZ VEHICLES EQUIPPED WITH THE RESERVE EQUIPMENT GROUP, AND CERTAIN 2012-2016 FOCUS ELECTRIC, C-MAX ENERGI, AND FUSION ENERGI VEHICLES — EMBEDDED MODEM REPLACEMENT

 

OVERVIEW

Owners of all affected vehicles received a complimentary subscription to the MyLincoln Mobile or MyFord Mobile service. This service uses an embedded modem that operates on a cellular network that is being decommissioned. As the network is decommissioned, customers who actively use the MyLincoln Mobile or MyFord Mobile service will experience a loss of wireless connectivity with their vehicles. This concern will not impact control or performance of the vehicle. If a customer requests the embedded modem upgrade, dealers are to replace the embedded modem with an updated part that operates on a different cellular network.

 

SERVICE PROCEDURE

MKZ, C-MAX Energi, and Fusion Energi Vehicles

NOTE: Use Integrated Diagnostic System (IDS) release 102.04 or later for Programmable Module Installation (PMI). When prompted to select automatic or manual process for As-Built data, select automatic.

1. Replace the Telematics Control Unit (TCU)/embedded modem. Please follow Workshop Manual (WSM) procedures in Section 415-00.

NOTE: If the customer has an active MyLincoln Mobile or MyFord Mobile account, a message requesting account authorization may appear in the touch screen display after the replacement TCU has been installed and configured, and the ignition key turned on. Do not select Allow or Deny. The customer should authorize the account once the vehicle has been returned. The message will appear for 10 ignition cycles before the customer is required to restart the authorization process.

 

NOTE FOR LINCOLN VEHICLES:

If a customer would like more information about the MyLincoln Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the Lincoln Owner web site. Navigate to owner.lincoln.com then select “SYNC & Vehicle Features,” then select the “Lincoln Embedded Modem” Quick Link.

 

NOTE FOR FORD VEHICLES:

If a customer would like more information about the MyFord Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the MyFord Mobile web site. Navigate to www.myfordmobile.com.

 

MKC Vehicles

1. Using IDS release 102.04 or later, begin the PMI process for the TCU/embedded modem replacement following the on-screen instructions.
2. Remove the RH lower floor console trim panel. See Figure 1.

FIGURE 1

 

3. Remove and discard the TCU/embedded modem. See Figure 2.
   1. Remove the two TCU bolts.
   2. Disconnect the electrical connector and remove the TCU.

NOTE: Trim panels and carpet removed for clarity.

FIGURE 2

 

4. Install the new TCU/embedded modem by reversing the removal procedure.
   • Torque the TCU bolts to 30 lb.ft (40 Nm).
5. Install the RH lower floor console trim panel. See Figure 1.

NOTE: When prompted to select automatic or manual process for As-Built data, select automatic.

6. Using the IDS, complete the PMI process for the TCU following the on-screen instructions.

NOTE: If the customer has an active MyLincoln Mobile account, a message requesting account authorization may appear in the touch screen display after the replacement TCU has been installed and configured, and the ignition key turned on. Do not select Allow or Deny. The customer should authorize the account once the vehicle has been returned. The message will appear for 10 ignition cycles before the customer is required to restart the authorization process.

 

NOTE FOR LINCOLN VEHICLES:

If a customer would like more information about the MyLincoln Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the Lincoln Owner web site. Navigate to owner.lincoln.com then select “SYNC & Vehicle Features,” then select the “Lincoln Embedded Modem” Quick Link.

 

Focus Electric Vehicles

1. Using IDS release 102.04 or later, begin the PMI process for the TCU/embedded modem replacement following the on-screen instructions.
2. Replace the TCU/embedded modem.
   • Remove the C-pillar trim panel and then position aside the LH load space trim panel to access the TCU. See Figure 3. Please reference the WSM procedures in Section 415-00 and 501-05.

NOTE: When prompted to select automatic or manual process for As-Built data, select automatic.

3. Using the IDS, complete the PMI process for the TCU following the on-screen instructions.

NOTE: If the customer has an active MyFord Mobile account, a message requesting account authorization may appear in the touch screen display after the replacement TCU has been installed and configured, and the ignition key turned on. Do not select Allow or Deny. The customer should authorize the account once the vehicle has been returned. The message will appear for 10 ignition cycles before the customer is required to restart the authorization process.

 

NOTE FOR FORD VEHICLES:

If a customer would like more information about the MyFord Mobile service, or would like to activate their service and take advantage of this program, additional information can be found on the MyFord Mobile web site. Navigate to www.myfordmobile.com.

FIGURE 3

 

 

December 2016

Customer Satisfaction Program 15N04
Programa de satisfacción del cliente 15N04

 

Mr. John Sample
123 Main Street
Anywhere, USA 12345

 

Your Vehicle Identification Number (VIN):  12345678901234567

At The Lincoln Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program with complementary pickup and delivery for your vehicle with the VIN shown above.

Why are you receiving this notice?	Your vehicle is equipped with an embedded modem that, with an active Lincoln Way App account, provides you with access to premium services on your vehicle through an application on your smart phone.  A five-year subscription was included with your vehicle at the time of purchase. The embedded modem in your vehicle currently operates on a cellular network that is being decommissioned.  If you utilize the Lincoln Way App service, this will result in a loss of wireless connectivity with your vehicle.  To help prevent loss of service, The Lincoln Motor Company is offering to upgrade your vehicle’s embedded modem.  Coverage is automatically transferred to subsequent owners. If you would like more information about the Lincoln Way App service, or would like to activate your service and take advantage of this program, additional information can be found on the Lincoln Owner web site.  Navigate to Owner.Lincoln.com then select “Sync & How Tos,” “Vehicle Features,” then “Remote Features” NOTE:  Cellular network decommissioning will not impact control or performance of your vehicle.  If you do not utilize the Lincoln Way App service, you will not notice the effects of the decommissioning.
What will Lincoln and your dealer do?	The Lincoln Motor Company has authorized your dealer to, at your request, replace the embedded modem free of charge (parts and labor). This is a one-time repair program, which expires five years from the warranty start date of your vehicle.  If your vehicle has already exceeded the time limits, this offer will last through December 31, 2017. NEW!  To make servicing your vehicle more convenient when scheduling your modem replacement, The Lincoln Motor Company has also authorized your dealer to provide complementary pickup and delivery service with a Lincoln loaner.  This offer will expire on May 31, 2017.  Please see the enclosed flyer for details.
How long will it take?	The time needed for this repair is less than one-half day.  However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time.
What should you do?	If you use the Lincoln Way App service and want to maintain connectivity with your vehicle, please contact your dealer and request a service date for Customer Satisfaction Program 15N04.  Provide the dealer with the VIN of your vehicle, which is printed near your name at the beginning of this letter.   If you do not already have a servicing dealer, you can access www.Owner.Lincoln.com for dealer addresses, maps, and driving instructions.
What if you no longer own this vehicle?	If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner.  You received this notice because our records indicate that you are the current owner.
Can we assist you further?	If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance. RETAIL OWNERS:  If you have questions or concerns, please contact our Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you.  If you wish to contact us through the Internet, our address is:  Owner.Lincoln.com. For the hearing impaired call 1-800-232-5952 (TDD).  Representatives are available Monday through Friday:  8:00AM – 8:00PM (Eastern Time). FLEET OWNERS:  If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you.  If you wish to contact us through the Internet, our address is:  www.fleet.ford.com. Representatives are available Monday through Friday:  8:00AM – 8:00PM (Eastern Time).
Para asistencia en Español	Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.ford.com/recall. Si necesita ayuda o tiene alguna pregunta, por favor  llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español.

 

As part of the Lincoln community, we appreciate your attention to this important matter and your continued loyalty.

The Lincoln Motor Company

 

 

October 2016

Customer Satisfaction Program 15N04
Programa de satisfacción del cliente 15N04

 

Mr. John Sample
123 Main Street
Anywhere, USA 12345

 

Your Vehicle Identification Number (VIN):  12345678901234567

 

At Ford Motor Company, we are committed not only to building high quality, dependable products, but also to building a community of happy, satisfied customers. To demonstrate that commitment, we are providing a no-charge Customer Satisfaction Program for your vehicle with the VIN shown above.

Why are you receiving this notice?	Your vehicle is equipped with an embedded modem that, with an active MyFord Mobile account, provides you with access to premium services on your vehicle through an application on your smart phone.  A five-year subscription was included with your vehicle at the time of purchase. The embedded modem in your vehicle currently operates on a cellular network that is being decommissioned.  If you utilize the MyFord Mobile service, this will result in a loss of wireless connectivity with your vehicle.  To help prevent loss of service, Ford Motor Company is offering to upgrade your vehicle’s embedded modem.  Coverage is automatically transferred to subsequent owners. If you would like more information about the MyFord Mobile service, or would like to activate your service and take advantage of this program, additional information can be found on the MyFord Mobile web site.  Navigate to www.myfordmobile.com. NOTE:  Cellular network decommissioning will not impact control or performance of your vehicle.  If you do not utilize the MyFord Mobile service, you will not notice the effects of the decommissioning.
What will Ford and your dealer do?	Ford Motor Company has authorized your dealer to, at your request, replace the embedded modem free of charge (parts and labor). This is a one-time repair program, which expires five years from the warranty start date of your vehicle.  If your vehicle has already exceeded the time limits, this offer will last through July 1, 2017.
How long will it take?	The time needed for this repair is less than one-half day.  However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time.
What should you do?	If you use the MyFord Mobile service and want to maintain connectivity with your vehicle, please contact your dealer and request a service date for Customer Satisfaction Program 15N04.  Provide the dealer with the VIN of your vehicle, which is printed near your name at the beginning of this letter.   If you do not already have a servicing dealer, you can access www.Fordowner.com for dealer addresses, maps, and driving instructions. Your vehicle may be equipped with a diagnostic feature called the Vehicle Health Report which can inform you about all available recalls, as well as other key vehicle health information. Please see https://owner.ford.com/vehicle-health for more information.
What if you no longer own this vehicle?	If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner.  You received this notice because our records indicate that you are the current owner.
Can we assist you further?	If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance. RETAIL OWNERS:  If you have questions or concerns, please contact our Ford Customer Relationship Center at 1-866-436-7332 and one of our representatives will be happy to assist you.  If you wish to contact us through the Internet, our address is:  www.Fordowner.com. For the hearing impaired call 1-800-232-5952 (TDD).  Representatives are available Monday through Friday:  8:00AM – 8:00PM (Eastern Time). FLEET OWNERS:  If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you.  If you wish to contact us through the Internet, our address is:  www.fleet.ford.com. Representatives are available Monday through Friday:  8:00AM – 8:00PM (Eastern Time).
Para asistencia en Español	Visite nuestro sitio web para ver este anuncio en Español al siguiente dirección: https://es.owner.ford.com/recall. Si necesita ayuda o tiene alguna pregunta, por favor  llame al Centro de Relación con Clientes al 1-866-436-7332 y presione 2 para Español.

 

As part of the Ford community, we appreciate your attention to this important matter and your continued loyalty.

Ford Customer Service Division

 

 

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Service Information & Reprogramming

Software necessary to program electronic modules to the latest calibration level, perform module initialization (PATS), and set Programmable Parameters on Ford, Lincoln and Mercury vehicles.

Ford Module Programming (FMP) is a software application that allows subscribers to program electronic modules on Ford, Lincoln and Mercury vehicles. It can be used for:

• Reprogramming emission-related (OBDII) modules on some vehicles manufactured in 1995 and all vehicles manufactured from 1996 to the present
• Reprogramming or reconfiguring non-emission-related modules on many vehicles (UBP and MS-CAN not supported)

In addition, module initialization (PATS) functions such as Keycode Erase/Reprogram and PCM Parameter Reset can be done using this application.

J2534 Device using Ford Module Programming (FMP) can Reprogram and Configure most Modules.

Latest Calibration Information

Module Build Data (As-Built)
Use VIN to obtain As-Built data

www.motorcraftservice.com